Transfer Agency – Senior Administrator

Transfer Agent Senior Administrator with Italian, French or German

Investor Contact Centre /Shareholder Services                                                                                                    

PURPOSE

The successful candidate will be responsible for delivering a high quality service to this company’s Dublin Shareholder Services clients.   The administrator will be expected to handle a high volume of queries and will be expected to respond accurately and timely and within agreed SLA’s (Service Level Agreements). 

PRIMARY RESPONSIBILITIES

OPERATIONS

• Answer standard and ad-hoc Investor and distributor queries as requested
• Answer the telephone in a professional and knowledgable manner ensuring excellent investor experience.
• Generate standard and ad-hoc Client and Regulatory reporting as requested.
• Assist other team members with the documentation receipt process, as requested.
• Liaise with other SHS teams to ensure a timely resolution to queries /requests
• Ensure procedures and checklists are updated and adhered to.
• Participate in any projects assigned.
• Actively participate in team workshops and weekly meetings.

QUALITY CUSTOMER SERVICE

• Provide high quality customer experience by responding promptly and accurately to all enquiries received by the team in accordance with agreed Service Level Standards and/or as assigned by the Supervisor or Manager.
• Advise Manager of all issues, ensuring closure of same and suggest resolution where possible.
• Ensure all queries are managed through CRM application in a timely manner

TEAMWORK / EFFICIENCY

• Participate in cross-training for developmental and back-up purposes.
• Support and assist other team members during high volumes and staff shortages.
• Ensure that recurring client issues are noted and advised to manager.
• Demonstrate strong awareness and acceptance of deliverables by offering assistance and/or sharing of knowledge.

AUTHORITIES, IMPACT, RISK     

• Adherence to agreed deadlines, accuracy of processing and interpretation of investor requests and instructions.
• Key point of contact for Investors and Distributors.
• Position is key to ensuring efficient workflow within the group

EXPERIENCE REQUIRED

Essential

• Some experience in a Shareholder Services or similar environment, with customer servicing experience
• Some experience in liaising with Investors, Distributors and Clients on SHS matters would be advantageous.
• Good knowledge of the Funds Industry.
• Proficiency in French, Italian or German.

Not Essential but preferred

• Experience in call centre environment of a Transfer Agency or financial services industry in an operations environment.

COMPETENCIES

Technical

• Some experience in a Shareholder Services or similar environment.
• Computer literacy including Microsoft Office products
• Fluent English – both verbal and written communication.
• Proficiency in French, Italian or German.
• Knowledge of anti-money laundering requirements would be beneficial.